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Anna P

1 reviews | Active since May 2015

13 Dec 2020, 18:55

Capitec Retail Purchases - Double deductions & funds transferred between accounts dissapeared

I purchased groceries at a Retail store on 09 December 2020 & swiped my card to pay & the transaction was successful as per sms notification & deducted of my savings account. On Friday evening11 December I received another sms from Capitec nottifying another purchase on 11 December from the same retail store for the same amount for the 11th, I knew something waa wrong as I didn't even visited the store on Friday & thought of checking in at Capitec om Saturday morning the 12th to enquire, only to receive an sms later in the morning hours from Capitec acknowledging they've noticed the double payment from Standard Bank & apologise & promised they working with Standard bank to resolve the matter & reimburse clients soonest. Saturday 12th December late noon again another sms coming through for the same retailer & amount deducted once again, I was furious as all my money are just taken out of my account & phoned the call centre on 13 December & was cut off, transferred funds from my supplementary account to savings for purchases, guess what ? The funds went out of my account, however balance transferred not in my savings account = R0.00 ????? I am absolutely astonished of this ordeal & exceptionally bad service, left me & my family stranded with our weekend plans as all my money just disappeared out of my account, I .cannot express my deepest disappointment with Capitec, been banking with them for a good couple of years, however now strongly considdering moving away from them as I feel my money is no longer safe with Capitec......sad to have to leave as their costs are still the lowest & affordable to a medium income earner, however wirh insecurity of my money kept by them, I would rather pay more for peace of mind @ Capitec you really disappointed me this weekend on 3 occasions, I am not impressed with the standards that went down on your promises you make on all media platforms, you need to motivate why I should remain as a Capitec client, what guarantees can you offer consumers that this won't occur regularly as it was the same with Nedbank in September ? I feel we have to be compensated for the great losses we've experienced & plans had to he cancelled due to the security barriers that weren't there as one would expects. I'm awaiting your reply to explain ? Clients who else experienced similar problems to mine & how do you feel about the situation ? I am speechless & currently broke thanks to Capitec who's security system failed.

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Replies (3)
Capitec Bank
Capitec Bank's reply14 Dec 2020, 06:57
Official
Good day Anna

Thank you for letting us know of your concern, and for your patience while we explore this matter. We have assigned your query to a designated official who will contact you within the next business day.

Kind regards

Capitec Bank
AP
Anna P's update14 Dec 2020, 15:21
Reviewer Update
Please be in contact with me soonest *** - Absolutely disgusted with your service, even went into the branch for assistance & wasted 2 valuable hours with your useless consultants, I NEED AN ANSWER AS IN YESTERDAY, I NEED MY MONEY BACK ASAP - No Capitec you seriously disappointed a lot of your customers, if I don't have any response by COB 14/12/2020 Capitec could expect to loose me as a customer, I could explore to a better banker to provide proper customer service as required, the onus is now on you Capitec, however remember word to mouth confirmations counts against you if this is the service rendered to customers, I would hate to see you loosing clients just as quick as you've gained them, however my experience on this ordeal is just too much to say.
AP
Anna P's update18 Dec 2020, 10:22
Reviewer Update
Capitec Bank, I am utterly disgusted with your pathetic service, this is today exactly a week later & to date you couldn't resolve my query & get my money refunded, guess what - you have deducted the same amount not twice but tripled the deductions, the retailer where I did the purchase could have told me in a day's time as verified with their bank & Trade link that the money only went to them once, the extra deducted money taken off my account is at Capitec, you fail to give me this information, this is really un acceptable & most definitely the worst banking institution that I ever came across, from Monday until today a whole week you couldn't give me any indication on when my funds will be reimbursed to me, THIS IS MY MONEY, NOT CAPITEC'S money, you were supposed to protect my money instead seems like you are perhaps also part of the ******* institutions in this country, I WANT AN ANSWER ON MY QUERY TODAY, I WANT MY MONEY CAPITEC, I have obligations to fulfil with my money, you were quick to deduct it from my account & now I have to be patient for you to resolve the matter, NO NO NO, I will most definitely not recommend any of my friends, family & acquaintances to bank with you & as such result of this pathetic service whoever I knew that had Capitec accounts has now all advised they are also moving away from Capitec as such result of your **** service, thus only within my acquittance's you probably lost 50 customers, not even talking about the other customers that had the same experience as I have with you, the same will repeat, you are loosing your customers due to your pathetic service.

PROVIDE ME FEEDBACK ASAP ON MY reimbur*****t, I am waiting.